Customer Support Specialist

Grow; Monterrey; Presencial; MXN 429.701 - 601.581; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Comprehensive health and wellness benefits

Free LinkedIn Learning licenses

Inclusive workplace policies

Opportunities for mentorship

Career development programs

Descripción de la vacante

Grow is seeking a Customer Support Specialist in Monterrey, Mexico. This position involves providing technical support through various channels, ensuring client issues are resolved promptly. Candidates should possess a related degree, excellent communication skills, and experience in troubleshooting. Knowledge of ERP systems is a plus. The role offers comprehensive health benefits, career development opportunities, and a supportive work environment emphasizing work-life balance.

Formación

• Minimum of three years related experience preferred.
• Willingness to learn and explore new technologies.
• Demonstrated expertise in meeting business needs with technology solutions.

Responsabilidades

• Respond to client calls in a professional manner, providing appropriate solutions.
• Interact with clients for complex testing and troubleshooting technical functions.
• Ensure service quality levels are maintained.

Conocimientos

Excellent verbal communication skills

Strong analytical skills

Troubleshooting abilities

Service-oriented mindset

Fluency in English

Educación

Degree in Finance/Accounting, IT/Systems, or Manufacturing/Supply Chain-related fields

Herramientas

Microsoft operating systems

SQL

MPC systems

Descripción del empleo

Overview

As a Customer Support Specialist based in our Support Centre in Monterrey, Mexico, you will provide technical support via phone, email, and fax. You will be responsible for responding to client calls professionally, providing appropriate solutions and advice, and ensuring service quality levels are maintained. We are seeking applicants with excellent verbal communication skills, strong analytical and troubleshooting abilities, and a service-oriented mindset.

Responsibilities

• Respond to client calls in a professional manner, providing appropriate solutions and advice.
• Interact with clients in performing complex testing, support and troubleshooting technical functions remotely.
• Ensuring Service Quality levels are maintained and adhered to.
• Ensuring all issues are handled in a timely manner.
• Reviewing outstanding issues, ensuring clients are kept informed of progress.
• Attending relevant Epicor product training courses, in-line with our internal certification scheme.

Qualifications

• Degree in Finance/Accounting, IT/Systems, or Manufacturing/Supply Chain-related fields (Industrial Engineering, Mechanical Engineering).
• Minimum of three years related experience (preferred but not essential), with customer service experience being valued.
• Excellent verbal communication skills, with fluency in English (written and spoken).
• Strong skills for analysis, troubleshooting, and problem-solving, with the ability to work independently with minimal supervision and to prioritize tasks in a stressful environment.
• Willingness to learn and explore new technologies.
• Demonstrated expertise in meeting business needs with technology solutions, with ERP knowledge being highly advantageous.
• Manufacturing/Supply Chain: Exposure to production environments with an understanding of manufacturing concepts, terminology, processes, procedures, and operations. Knowledge of computerized Manufacturing Planning and Control (MPC) systems is preferred, and customer service experience is valued.
• Accounting/Finance: Experience with Accounts Receivable (AR), Accounts Payable (AP), General Ledger, Inventory/Work Process, Financial Reporting/Statements, General Ledger account reconciliation, Job Costing, Fixed Assets, and multi-company consolidations.
• Technical: Experience in IT production environments, including maintenance and adjustments in configurations, management of Microsoft operating systems, general IT knowledge, database administration, programming in SQL, basic networking and telecom knowledge, and understanding of database coding processes.

Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Equal Opportunities and Accommodations Statement

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role – but your experience doesn’t match every qualification of the job description – that’s okay, consider applying regardless. We are an equal-opportunity employer.